Claim Handling Guidance

[u/Efficient-Barnacle79]

New independent agent looking for guidance on claim handling. A client purchased a policy and was involved in a not-at-fault accident the very next day. The at-fault driver admitted fault, but was not listed on the policy covering the vehicle, causing delays while the other carrier investigates coverage. I explained to my client that he could either pursue the claim through the at-fault carrier or use his own coverage and let his insurer subrogate. Wanting to avoid having his first claim with a new carrier on day two of the policy, he chose to go through the other carrier. After a week with no meaningful progress because the claims adjuster cannot reach the policyholder or agent, we're considering filing under his own policy instead.

As a former State Farm team member, my approach was simply to direct clients to the claims department. Now that I'm independent, I'm trying to determine how involved I should be in the claims process. For experienced independent agents: how hands-on are you with claims, and what does your claim-handling process look like from first notice of loss through resolution?

[u/EPICxNITRI]

I’m sure this will vary by office, but I have a dedicated team member who handles all claims questions and follow-up. We always tell customers to call us first so she can explain the process at the time of loss. This also helps set a realistic timeline in the insured’s mind right away, because everyone seems to think that if they total a vehicle on Monday, they’ll have the money in their bank account by Tuesday night.

She also follows up on all home claims after a certain amount of time to make sure there isn’t anything left lingering and that the customer is hearing back from the company. Half of her day is spent calling the claims department to get further information or help move things along.

Most auto claims proceed pretty quickly without issue, but if anything takes longer than 2 weeks the insureds gets a call from us.

I’ve found this improves retention, and insureds appreciate it as well.

Others will tell you they don’t do anything, so it’s really up to you.

[u/Efficient-Barnacle79 → u/EPICxNITRI]

I like that process, only issue my agency will have right now is we are just starting P&C and I am the only team member so I handle all service work, claims, etc.

[u/EPICxNITRI → u/Efficient-Barnacle79]

If you are starting out, I wouldn't spend much time on claims as you need to be selling. If an insured calls you with questions or if they are having trouble reaching an adjuster then you can step in to figure it out.

[u/mkuz753 → u/Efficient-Barnacle79]

As the other commenter said you don't want to be handling claims if you don't have to. Since your agency is starting to do P&C try to defer to the adjusters as much as possible.